After you have opened a dispute, HostJane's Dispute Resolution portal will be the only place you can communicate with the other user to resolve any issues
Order and regular chat will be temporarily suspended
You cannot place another order with the other user
All other orders in progress will be temporarily suspended
Both Buyers and Sellers can open disputes for different reasons. Below, we'll explain the process when a Buyer opens a dispute. We designed the dispute process to protect both parties until an agreement is reached.
Step 1: Buyer Complaint This is the Buyer's chance to say what has gone wrong with the order. We’ll email the Seller when a buyer opens a dispute. We'll also place a hold on all orders in progress between the Buyer and Seller until the disputed order is resolved.
The Buyer can choose 1 of 7 reasons to submit a dispute.
Request mutual cancellation
Poor delivery / performance
Step 2: Seller Response The Seller will be asked to sign into their HostJane account to review the dispute and communicate their side of the story. Sellers will have 3 days to provide this information to the Buyer. We encourage Sellers to respond quickly to resolve the dispute quickly.
If at any time the Buyer chooses to end the dispute, they can click Cancel Case and all holds will be removed from the account.
Step 3: HostJane Review HostJane's disputes team will be notified of the Dispute at this point. We will quickly review the information provided by Buyers and Sellers and then contact both parties to get more information is needed. It's important you respond to requests for more information by our disputes team.
Step 4: Outcome Within 3 days, HostJane will decide the outcome of the funds involved in the dispute. The losing party will be able to appeal the outcome, during which time a senior disputes team member will review the case again and initial outcome.